Service Desk Agent

General Accountabilities

• Maintains daily communication with the team and hits productivity standards.

• Receive incoming customer calls, emails, and trouble tickets for both Incidents and Service Requests.

• Responds to High and Critical priority tickets/projects according to standard operating procedures.

• Serve as initial responder within the hosted environment in the notification, identifying, troubleshooting, and resolving issues.

• Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.

• Monitor and troubleshoot all production networks, servers, applications and services. Evaluate and escalate issues as needed.

• Provide remote technical support via a combination of telephone and remote support tools

• Take deliveries from vendors, process and scan packing slips.

• Communicate (both verbally and in writing) with customers in a formal and professional manner.

• Create and manage the lifecycle of Incidents and Service requests in the company’s trouble ticketing system.

• Create and Utilize formal Work Instruction (WI) documents and other documented knowledge to resolve customer issues.

• Ensure escalations are handled in a professional, consistent, and relentless manner.

• Adhere to the CSC Ops Manual.

Job Qualifications

Education

• High school graduation, or its equivalent

• ITSM certification preferred, ITSM foundation training required.

Experience:

• 1-2 years of Customer Service and/or Team Lead experience.

Skills

• Excellent verbal and written communication.

• Excellent meeting facilitation skills, including teleconference and web conference.

• Excellent project management and time management skills.

• Ability to contribute to a high-performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals.

• Ability to work creatively and analytically in a problem-solving environment.

• Good performance management skills including feedback techniques.

• Fluent English language skills required.